员工满意度与顾客满意度间的关系毕业论文外文翻译

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1、毕业论文题目：员工满意度和顾客满意度关系研究英文文献原文：TherelationshipbetweenemployeesatisfactionandcustomersatisfactionEffortstoenhancecustomersatisfactionhavebeenconsideredcriticalbymanyorganizations,particularlythoseintheservicesector(SchmitandAllscheid,1995)andhence,havebeenresearchedbynumerousst

2、udies.Despitevastresearchpreviouslyconductedontherelationshipbetweentheemployeesatisfactionandcustomersatisfaction,SchmitandAllscheid(1995)assertthatfurtherconceptualandempiricalevidenceisneededtorevealtherelationshipbetweenemployeesatisfactionandcustomersatisfaction.Inprevi

3、ousresearch,employeesatisfaction(hereafterES)hasbeenfrequentlymeasuredbyaskingcustomers'perceptionofemployeeandcustomersatisfaction(hereafterCS)alsohasbeenmeasuredbyemployeesviasurvey.ThoughtheuseofindirectmeasuresinassessingESandCSisquitecommon,itstillremainsunclearwhethert

4、hispracticeisappropriate.Asanalternativeattempttomeasurecustomerandemployeesatisfactionmoreaccurately,SchmitandAllscheid(1995)employeddyadicdatafromboththecustomerandemployeesurveysandsimultaneouslyestimatebothemployeeandcustomermodel.Theyassumedemployeejobsatisfactionwasinf

5、luencedbytheworkclimateproducedbythecustomers,linkingemployeemodelandcustomermodelsimultaneously.Buteachmodelwasestimatedbasedondifferentlevelofdata:Theemployeemodelwasbasedontheindividuallevel,whereascustomermodelwasbasedondatacollectedatthemultipleofficesofaservice-oriente

6、dorganization.Assuch,previousresearchwhichattempttoidentifytheES-CSrelationshiphadpotentiallimitsingaugingthefocalconstructs.ToshowacomprehensiveframeworkdepictingtheinterplayofES-CS,thepresentstudytestedtheES-CSrelationshipinthecausalmodelswhichincorporateskeyconstructsinst

7、eadofjustconsideringfocalvariables(i.e.ESandCS)(BrownandLam's,2008).InanattempttouncoverthelinkbetweenESandCS,thispaperreviewsinformationderivedfromrelevantpriorresearchandinvestigatewhethertherelationshipbetweenemployeesatisfactionandcustomersatisfactionisbilateralorunilate

8、ral.Thisstudyalsoexaminestheroleofmoderatingvariableswhichhaveincrementalim